The airline industry faces unique challenges when it comes to customer service. Increasing passenger numbers, frequent travel disruptions, and a diverse customer base create an environment where call centres can become overwhelmed. For many airlines, the cost of managing customer inquiries continues to rise, alongside passenger expectations for fast, efficient service.
However, with the right strategy, these challenges can be turned into opportunities.
Automation, when done right, is proving to be a game-changer. By leveraging conversational AI and multichannel solutions like WhatsApp, airlines can significantly reduce call centre volume, streamline operations, and still offer a high level of service. In this blog, we explore how two major airlines successfully transformed their customer service operations through the integration of automation, chat, and WhatsApp, driving efficiency, reducing call centre volumes, and enhancing customer satisfaction.
The challenge of high call volumes in a fast-paced industry
In the airline industry, disruptions are inevitable—whether due to weather, regulations, or crises beyond anyone’s control. For one major low-cost carrier, this meant dealing with over 1 million calls in a single year, during and after the COVID-19 pandemic. Their challenge wasn’t just about reducing those call numbers, but rather about making sure customers could still resolve issues quickly, even as the demand for self-service options rose.
A second airline, experiencing rapid growth, found itself in a similar situation. They were managing hundreds of thousands of interactions each month, but their existing chatbot was struggling to keep up. The volume of queries, from flight changes to payment issues, was simply too much for the system they had in place.
Both airlines needed a way to reduce call centre traffic, automate simple and complex customer service tasks, and create a scalable solution that could handle sudden spikes in demand. That’s when they turned to Hubtype for help.
Automation: a solution for airlines and their customers
Automation has emerged as the solution to many of these challenges. Through strategic use of Hubtype’s automation platform, airlines have been able to reduce their reliance on human agents and significantly scale their operations. The transformation began with the integration of conversational AI into key customer service channels, such as WhatsApp and web chat.
For the first airline, automation allowed the carrier to increase the number of customer cases solved by bots from 30% to an impressive 68%. By redirecting calls from an overwhelmed call centre to chat-based interactions, the airline saw a 28% drop in call volume. Crucially, automation didn’t just handle the basics. Complex tasks—such as adding baggage to a booking, resolving payment issues, and managing flight changes—were also automated, leading to a more efficient, streamlined operation.
The second airline, which required a rapid overhaul of its customer service systems, deployed a similar solution. Within just eight weeks, the airline was able to rebuild its chatbot from the ground up. Hubtype’s technology allowed the airline to handle 250,000 customer queries per month, with 70% of these interactions resolved automatically. The speed of deployment was crucial, proving that a well-executed strategy can deliver results quickly without disrupting ongoing operations.
Scaling operations without sacrificing service
One of the most significant benefits of airline customer service automation is the ability to scale operations effortlessly. Traditional call centres rely on human agents, who are limited in the number of interactions they can handle. This bottleneck is particularly problematic during peak seasons or periods of crisis when airlines see a surge in customer inquiries.
For the first airline, the combination of Hubtype’s IVR call deflection to WhatsApp and automated messaging reduced call centre volume by 28%, helping them seamlessly manage a 40% increase in customer interactions during peak travel seasons. Automation wasn’t just handling routine tasks either—it was tackling complex customer service issues, from changing flights to processing refunds, ensuring that customers could get quick resolutions without long wait times.
The second airline took things further. Their revamped chatbot now manages high-volume queries such as flight statuses, refund status, check-ins, payment status, and live chat redirection. With the flexibility of Hubtype’s Flowbuilder, the airline can quickly adjust interaction flows, adding new use cases as needed. This kind of scalability is key for airlines that face unpredictable spikes in demand, whether due to weather events, cancellations, or broader crises.
Boosting customer satisfaction with automation
When people hear "automation," they often think it leads to a less personalised experience. But the truth is, well-designed automation can actually improve customer satisfaction by providing quicker and more efficient service. Both airlines saw significant improvements in customer satisfaction after implementing Hubtype’s conversational solutions.
For the first airline, customer satisfaction skyrocketed to a 9.6 CSAT score after rolling out automation. This wasn’t just about speed—it was about giving customers more control over their experience. Whether it was adding extra baggage, resolving booking issues, or checking flight status, passengers could manage their own interactions easily and on their own time, without the frustration of being on hold.
Similarly, the second airline saw a positive shift in customer sentiment. With 70% of interactions now automated, they were able to meet customer expectations for fast, reliable service around the clock. And, with plans to push towards 90% automation in the near future, the airline is well-positioned to continue improving the customer experience while reducing operational strain.
Multichannel and multilingual customer service automation
Another key element of these airlines’ transformations was their shift to multichannel and multilingual support. Today’s customers expect flexibility—not everyone wants to call in or use email. By offering support across WhatsApp, web chat, and even mobile apps, these airlines opened up more avenues for customers to get help quickly and easily.
For one airline, WhatsApp became a primary customer service channel, handling everything from booking modifications to baggage queries. Not only did this help reduce call centre traffic, but it also gave customers a more intuitive way to interact with the airline. And since WhatsApp is a platform most people are already comfortable with, the transition was seamless.
Both airlines also implemented multilingual support using Hubtype’s auto-translate features, enabling them to serve their international passengers without missing a beat. This not only improved customer satisfaction but also helped them expand their global reach by offering support in a wide range of languages without the need to hire additional agents.
Measurable results: reduced call volume, automation rates, and efficiency gains
The results of these automation efforts are clear and measurable. Both airlines achieved significant reductions in call centre volume, higher automation rates, and improved operational efficiency.
For the first airline:
- 68% of cases were solved by automation, up from 30% before Hubtype’s solution was implemented.
- 28% reduction in call volume was achieved through IVR deflection and increased self-service options.
- 9.6 CSAT score demonstrated high customer satisfaction following the implementation of automation.
- 22% of calls were deflected to messaging, allowing customers to resolve issues without speaking to an agent.
For the second airline:
- 70% automation rate was achieved within just 8 weeks of launching the new chatbot.
- 250,000 customer queries per month were handled by the chatbot, reducing the load on human agents.
- 70% of interactions were resolved automatically, further reducing the need for live agent support.
- The airline is now on track to reach 90% automation, with continuous improvements to chatbot capabilities.
Speed of deployment: rapid transformation without disruption
One of the most impressive aspects of these case studies is the speed with which Hubtype was able to deliver results. The second airline’s chatbot transformation, for example, was completed in under eight weeks—an exceptionally fast turnaround time for such a large-scale project. This rapid deployment allowed the airline to minimise disruptions to its customer service operations while quickly realising the benefits of automation.
This speed of deployment proves that airlines don’t need to wait months or years to see the benefits of automation. With the right partner, transformative change can happen quickly and efficiently, allowing airlines to stay competitive in an increasingly demanding industry.
Automation is the future of airline customer service
The airline industry is facing increasing pressure to provide fast, efficient customer service, all while keeping operational costs low. Automation is proving to be the solution that delivers on both fronts. Whether you’re a product owner, a contact centre lead, or part of an innovation team, the message is clear: automation is transforming airline customer service for the better.
By integrating conversational AI, multichannel solutions, and multilingual support, airlines can offer more scalable, responsive, and customer-friendly service. The success stories of these two major European airlines show that it’s possible to drastically reduce call centre volume, improve customer satisfaction, and scale operations efficiently.
The future of customer service in the airline industry is here. It’s automated, it’s scalable, and it’s already delivering measurable results.
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